Unprofessional Service and failure to insure that my device is insured

In January 2016 i had purchased a contract cellphone (Iphone 6s) from Cellc - Csurance (Hollard Group). To play it safe i got the cellphone insured through cellc insurance.

In July 2016 due to an unfortunate event the cellphone had some damage which obligated me to process a claim and have it repaired, however the cost for the repair was almost the value of the cellphone so i was advised that they would rather replace the damaged handset with a new device instead once i had paid my access of R750 as stated in my contract with the insurance company. The requested amount was paid and i received my new cellphone. To insure that my new cellphones details were updated with the insurance company i had called in to confirm and was advised by one of the consultants that my details were updated and confirmed it by sending me a SMS notification

September 2017 i had to make a second claim as i had lost my cellphone, i followed the procedure and called my network provider to receive the IMEI of the device in order for me to complete my claim form and provide it on the affidavit i had to complete at the police station so i proceeded and visited the police station and made a affidavit as advised on my contract, call center consultant and police officer . Knowing my cellphone was insured because i never missed a payment i had called in to follow up and get some insight on my claim after i had sent it through.

I spoke to a consultant and was advised that the IMEI number that i provided was incorrect and Cellc had given me the wrong IMEI number which was actually the IMEI number of my first IPhone 6 with cellc so i was advised by one of the consultants at Csurance (who took over Finrite Insurance company) that Finrite had not updated the details of the replacement device on their system and provide the details to Cellc to update on their side which was confirmed to be true as i contacted visited my nearest store to get the details but they did not get the update, whilst at the Cellc store one of the consultants contacted the insurance company thats when once again due to failure to deliver the service i was guaranteed for my insurance i have been paying for, another error was made as the consultant at the cellphone store was advised that i had already made 2 claims in 1 year, second claim being for a cellphone contract i opened with cellc in 2014 but never got insured so the consultant at the cellphone shop was advised by the insurance call centre agent that i was not eligible to make a third claim knowing it werent true i took over the call and explained dat i have never made a second claim with them and that the second phone was never insured and within minutes i was told i am right and they could pick that up on the system, that seemed fishy to me dat the story changed so quick when i corrected them that it felt like they were trying to brush me off to avoid the actual problem by saying they cannot process my claim if i claimed twice in a year.

So once their facts were in order and they "realised" i didnt make a second claim i was told that they would escalate the matter in order to obtain the correct IMEI number from finrite therefore they would have to advise their manager and get back to me. The insurance companies turn around time for claims is 7 days and the matter was escalated after a week. However it has been almost 2 weeks since the matter was escalated and every second day i call in for an update and no progress has been made as i keep being told that they are waiting for a email response from Finrite. Which makes no sense for a escalated matter so within the first week moving forward i had took the initiative to contact Finrite to obtain the IMEI number in order to speed up the process but every attempt i make to call Finrite turns into a failed attempt as i sit on hold for hours and still come up unsuccessful.

What do i do in this situation if none of these companies can help when they should be the ones correcting their errors by proving its a escalated matter by doing more than just sending sending a email. If it was escalated to the manager of Csurance to assist in rectifying the problem then dat manager needs to go back to the drawing board to understand their role of a manager if they believe pushing a email is how u escalate a problem as big as this. On that note im curious if their manager embraces their role and actually works since everytime i call they not in their office since the problem begun.